Getting Support

Sophos Appliances are equipped with advanced monitoring
and assistance technologies that deliver a superior customer support experience. Every
installed appliance is kept up to date and at its operational peak with minimal administrative
involvement. Sophos appliances communicate with Sophos Technical Support every five minutes, automatically receiving
anti-virus and URL classification updates and reporting on hardware health and protection
status.

You can send a support request directly from the appliance help system. Click the
Sophos Support icon in the online help’s titlebar to
access this feature.

Product Warranty

Each unit comes with a three-year advanced replacement warranty to help keep networks up
and running even in the event of hardware failure. If a hardware component or entire
appliance requires replacement at any time during the first three years, Sophos will cover the costs of the new appliance and
delivery. The customer is responsible for returned unit delivery charges.

Hardware Support

All appliances carry a standard Advanced Replacement Warranty. Sophos will initiate the replacement within two hours of a
confirmed failure. Next-day delivery (not including delays from international Customs
clearing, if required) will occur according to the following cut-offs, Monday through
Friday:

Customer Region

Local Cut-off Time

United States, Canada

12:00 (Boston, USA)

United Kingdom, EMEA

12:00 (London, UK)

France and Spain

13:00 (Paris, FR)

Germany, Switzerland and Austria

13:00 (Frankfurt, DE)

Italy

13:00 (Milan, IT)

Asia Pacific

16:00 (Sydney, AU)

Japan

14:00 (Yokohama, JP)

Australia, New Zealand

16:00 (Sydney, AU)

Hardware replacement requests received after the times shown above will be fulfilled on the
second subsequent business day.